Delivering the challenge 




Moat’s chief executive, Brian Johnson, outlines our plans to make Moat one of the best performing housing associations in the country over the coming three years.

In January we sent all residents a special edition newsletter, asking for input to our 2010-2013 business plan. Over 100 people shared their thoughts and ideas with us on how we can improve our service. From this feedback, and that of staff, resident associations’ and our Board, we have developed the new business plan, called ‘Delivering the Challenge’.

We’ve developed a clear vision of how we want to make a difference in the communities where we work. 

Everything we do is driven by the following ethos:

  • We are passionate about making a difference to people and places
  • We will provide the best affordable housing experience in the South East
  • We will grow and improve by maximising income and efficiency in everything we do.

We will be continuing to strengthen Moat through maximizing our income, improving our service delivery, rigorous financial management and more new homes development.

We are improving our understanding of customers and tailoring the service to better meet their needs. We are implementing a project aimed at learning more about what matters to different groups of residents and how we can enhance our service offer to drive up satisfaction levels. 

We’ve put a lot of work into getting our basic operations right and have made good progress over the last year. We will build on this and we will be one of the top performing housing associations in the country by March 2013. 

To achieve this, we have developed the business plan built on the following principles:   

  • Deliver excellent customer service
  • Create new homes
  • Build strong communities
  • Increase company strength.

Each of these areas of the plan includes specific objectives to ensure that we meet our targets for 2010 to 2013:

  • We will achieve top quartile performance in all of our regulatory performance indicators
  • We will continue to work with our residents to understand their changing needs and evolve our services to meet them
  • We will build on existing partnerships with other service providers to  create a cohesive approach to the communities where we work
  • We will continue to strengthen Moat through financial management, development activities and service performance.
  • We will continue to respond effectively to a constantly changing external environment. Decreased public spending is a reality we are now facing, so we plan to implement a range of tenure models and generate new revenue streams into the company.
  • We will be proactive in offering local authority partners our expertise in the challenges that they face in understanding local housing markets and affordability gaps.

We are clear about where we want to go, how we will get there and what the end result will be. Our staff are fully committed to delivering the challenge so that Moat continues to listen to our residents and provide the best affordable housing experience in the South East.

Please click here to view a summary of our priorities.

*June 2010